Service Delivery Manager - Digital Workplace

WHO WE ARE

Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.

Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies.

Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.

MISSION OF THE ROLE

Konecta is seeking a high-agility operations leader for a strategic, two-phase mission. This role is designed to bridge the gap between our world-class Customer Experience (CX) operations and our emerging Digital Workplace Services (DWS) business line.

You will not be designing theoretical frameworks; you will be responsible for the tangible delivery of services. You will begin by embedding yourself within our Global Account management team to master the "Konecta Way" of operational excellence. Subsequently, you will transition into the lead Service Delivery Manager (SDM) for our Digital Workplace division, taking full accountability for the mobilization and day-to-day management of our first DWS contracts.

RESPONSIBILITIES

Phase 1: Deputy Account Director (CX Delivery Focus):

• Operational Governance: Partner with the Account Director to ensure all service delivery objectives are met across multiple regions, focusing on KPIs, SLAs, and contractual compliance.
• Quality Standards: Implement and monitor COPC standards and Six Sigma methodologies to drive operational excellence.
• Performance Reviews: Actively participate in Country Business Reviews and help lead Quarterly Business Reviews (QBRs) to ensure performance alignment.
• Issue Resolution: Act as a secondary escalation point for high-impact operational issues, coordinating with local teams for rapid resolution.
• Standardization: Ensure the "Konecta Way" of delivery is consistently applied across different geographies and languages, with a specific focus on Lisboa as future EU delivery center.

Phase 2: Service Delivery Manager (Digital Workplace Focus):

• You will transition to become the primary lead for DWS delivery, taking full ownership of the end-to-end service execution.
• Pre-Sales Operational Support: Act as the delivery expert during the final stages of the sales cycle to ensure that proposed solutions are operationally viable and ready for transition. Support client visits in our delivery centers.
• Contract Execution: Take full accountability for the delivery of all services within the Digital Workplace contract scope.
• SLA & KPI Management: Monitor and report on technical performance indicators, ensuring that all contractual targets are consistently met or exceeded.
• Continuous Service Improvement (CSI): Drive operational efficiency by analyzing data to identify trends and implement automation, knowledge management, and process optimization.
• ITIL & Compliance: Ensure all service delivery processes adhere to ITIL best practices and meet contractual and regulatory compliance requirements, while leveraging the best practices from our CX business including the COPC framework.
• Operational Leadership: Provide direct leadership and coaching to the Operations teams; ensure appropriate staffing levels, skills, and training are in place to meet client demands.Help build the EX operational delivery model.
• Tools & Ecosystem: Ensure the effective daily use of ITSM tools (notably ServiceNow) and Digital Workplace technologies (M365, Nexthink, etc.).

REQUIREMENTS

• Proven Delivery Experience: At least 5+ years of experience in a Service Delivery Manager (SDM) role, specifically managing large-scale IT Service Desks or Digital Workplace contracts.
• Technical Foundation: Deep practical knowledge of ITIL frameworks (Certification preferred) and experience with ServiceNow.
• Entrepreneurial Execution: A strong willingness to build a service line from the ground up—moving from the first contract signature to stable, high-performing daily operations.
• Agility: Highly flexible and comfortable with a dynamic daily routine that will evolve as the DWS business line matures.
• Communication: Fluent in English (mandatory). Proficiency in Spanish is a significant advantage for global coordination.
• Client Management: Strong stakeholder management skills with the ability to manage service credits/penalties and lead technical operational committees.